Sense order hasn't arrived since November

[AG-11]

I have been a customer for some time we ordered a Fitbit sense on 11-30-20 and still has not arrived. Answer from Fitbit is basically we are working on it - but have no idea when the shipper will get it out. As a premium member, I am ready to but from someone else, cancel my premium membership, and ship the Fitbit back whenever I receive it - which could be weeks or months. Looks like Fitbit has zero intent to make good on this. Amazon can get me an alternative tomorrow.

Moderator Edit: Clarified subject

[USAF-Larry]

@AG-11, you don't mention whether the Sense has been shipped, and is in the shipping channel somewhere, or if it is still waiting to be shipped by Fitbit. Do you know which it is?

[AG-11]

They say shipped weeks ago, but delays delivering by the shipper. Either way, it has been 6 weeks and nothing and Fitbit has no idea when it will come.

[USAF-Larry]

Unfortunately, @AG-11, if it is in the shipping channels somewhere there is nothing that either you or Fitbit can do to speed its delivery.  As an example, I sent a Priority Mail package from home to Philadelphia, a distance of about 500 miles, on December 14th. Priority Mail used to be guaranteed 3-day delivery, but the postal service has removed that guarantee during the pandemic.  So, the package was shipped on the 14th. To make a long story short, the package finally got delivered to the recipient on Jan 4th, twenty-one days after it was shipped. There was nothing that either I nor the recipient could do to get it delivered sooner as the entire time is was shown "in transit".

[AG-11]

There are things Fitbit can do like proactive communication with their customers for packages that they know have not been delivered, as well as instructions on what would be considered "lost". 8 weeks 3 months? 

[USAF-Larry]

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@AG-11 wrote:

There are things Fitbit can do like proactive communication with their customers for packages that they know have not been delivered, as well as instructions on what would be considered "lost". 8 weeks 3 months? 

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I don't know any company that tracks packages after they were turned over to the carrier, and then advises the customer on the status of that package.  Fortunately, though, that is something you can probably do yourself using the tracking number that was provided to you when the package was shipped. By looking up the tracking number, you will be able to determine exactly where the package is. A package is considered "lost" when the carrier determines it is lost, not by any number of days, and if the carrier loses the package they are responsible for the cost of a replacement.